Travel Experiences Policy
Last Updated: 11 May 2023
This Travel Experiences Policy applies to all accommodation bookings, ticket and accommodation packages, and travel experiences purchased on through Ticketmaster Australasia Pty Ltd via www.ticketmaster.com.au or Australian events on travel.ticketmaster.com (the “Site”).
If you are purchasing a Travel Experience on behalf of another person or for a company or other legal entity, you represent and warrant that the person, company, or other legal entity has authorised you to purchase on their behalf and has agreed to this Travel Experiences Policy. If you do not agree, do not purchase Travel Experiences through the Site.
Any capitalised terms used in this Travel Experiences Policy that are not defined have the meanings given in the Ticketmaster Terms.
This Travel Experiences Policy, along with our Ticketmaster Terms, applies to all accommodation bookings, ticket and accommodation packages, and travel experiences purchased on our Site.
We work with hotels, accommodation establishments, and other independent suppliers of hotel inventory (each an “Accommodation Supplier”) and local businesses (each, an “Experience Supplier”) to provide you with ticket and accommodation packages, accommodation bookings, and travel experience packages (each, a “Travel Experience”). We use the terms “Supplier" or “Suppliers” to collectively refer to Accommodation Suppliers and Experience Suppliers.
2. Our Other Policies
The Purchase Policy contains your rights and responsibilities when purchasing tickets on the Site.
If this Travel Experience Policy conflicts with any of the other policies, the terms of this policy will govern.
3. Supplier Terms and Conditions; Disclaimer
Certain Travel Experiences are provided by our Suppliers in accordance with their own terms and conditions (the “Supplier Terms”). You agree to comply with any Supplier Terms, including those which may limit or exclude the Supplier’s liability as between you and the Supplier. If you do not agree, do not purchase a Travel Experience through or use the Site.
Where the Supplier Terms conflict with the Ticketmaster Terms, the Ticketmaster Terms will take precedence over the Supplier Terms.
Travel Experiences are produced and fulfilled by the relevant Supplier, who is responsible for the delivery and quality of such Travel Experiences. Suppliers are independent contractors and not our agents or employees, we are not endorsing or recommending and of their offers, products or services.
Except as required under the Australian Consumer Law, we accept no responsibility or liability for the delivery or quality of any Travel Experiences, or any act or omission of a Supplier, except and to the extent that they are produced and/or fulfilled directly by us. Ticketmaster is not responsible for the actions or failures of a Supplier acts of God or acts of a Governmental Authority, including for property damage, death or personal injury, accident loss delay, irregularity or any other injury (whether direct, punitive, special, consequential, incidental, indirect or otherwise whether or not it results in your inability to attend in whole or in part a ticketed event, experience, accommodation, or other purchase from or through us.
If you have any queries or complaints regarding any Travel Experience, please contact the relevant Supplier directly (or contact us using our Customer Help Portal and we can put you in touch with the relevant Supplier).
4. Changes to this Travel Experiences Policy
We may update this Travel Experiences Policy and our other policies from time to time to reflect changes in our Site or how we do business, for legal, regulatory, or security reasons, to promote a safe and secure experience on our Site, to prevent abuse of or harm to our Site, and for other reasons. You agree that we may make changes to this Travel Experiences Policy at any time. If we revise this Travel Experiences Policy, we will update the “Effective” date at the top. Any changes we make will be effective immediately upon posting but will only apply to Travel Experiences or packages including Travel Experiences made after this Travel Experiences Policy is updated.
5. Your Acceptance of this Travel Experiences Policy
By purchasing or making a booking for any Travel Experience through the Site, you agree on behalf of all persons detailed on the booking that:
- you are at least the legal age of majority in both (a) your jurisdiction of residence and (b) the jurisdiction where you are placing a booking for the Travel Experience, and you will avoid use of any Travel Experience by minors or those otherwise ineligible or unauthorised to use such services;
- you possess the authority to create a binding legal obligation and agree to be bound by this Travel Experiences Policy;
- you will use the Site and our services in accordance with this Travel Experiences Policy, the Ticketmaster Terms, and any applicable Supplier Terms;
- you confirm that all members of your party are of the appropriate age to participate in the Travel Experience;
- you accept financial responsibility for all payments relating to your bookings, including on behalf of all persons detailed on the booking;
- you will only use the Site and our Services to make legitimate bookings for you or another person for whom you are legally authorised to act; and
- you will inform all persons detailed on the booking of this Travel Experiences Policy and the Ticketmaster Terms, including all rules and restrictions applicable to you and to them; and
- all information that you supply on or through the Site, including in connection with any booking or purchase, is true, accurate, complete, and current
We retain the right and discretion to deny anyone access to the Site, at any time and for any reason, including for violating this Travel Experiences Policy.
(a) Creating and Using an Account
(b) Verification and Authentication
You may not conceal or attempt to conceal your identity by using multiple Internet Protocol addresses or email addresses to conduct transactions on the Site. Neither we nor our suppliers are liable if you do not comply with laws related to our Site. If we or our Suppliers are unable to verify or authenticate any information you provide during registration, ordering, booking, purchase, posting, sale, authentication, delivery, the payment or remittance process or any other process, or if we or our Suppliers are no longer able to verify or authorise your credit card or bank account information, your booking or other transaction may be cancelled, and we and our Suppliers may refuse to honor all pending and future bookings or purchases made with those credit card(s) or bank account(s) and/or via any online account(s) associated with those credit card(s) or bank account(s). We may also prohibit you from using the Site.
7. Booking an Accommodation or Accommodation Package
(a) Making a Booking
You must pay the full price for any Travel Experience you wish to purchase at the time you make the booking. Unless otherwise indicated your Travel Experience will not include any parking, resort, or other fees that may be chargeable by the Supplier upon your arrival or attendance including, without limitation, long distance telephone charges, room service, resort fees, in-room movies, damage or theft of property, mini-bar usage, and other such amenities (“Incidental Charges”) and these will be payable by you direct to the Supplier.
All prices are stated in Australian Dollars unless otherwise indicated. When you make a booking, you agree to pay for the cost of the Travel Experience, including any Australian GST, which may vary and is subject to change until a price is provided to you at final checkout.
If you are able to order a Travel Experience before its scheduled on-sale or presale date or you are able to order a Travel Experience that was not supposed to have been released for sale, then Ticketmaster will have the right to cancel that Travel Experience (or the order for that Travel Experience) and refund to you the amount that you paid. This will apply regardless of whether the Travel Experience was released because of human error or a transactional malfunction of a Site or other Ticketmaster operated system.
If we discover an error in the price of tickets you have ordered (regardless of the source of that error, and whether it was an error in a price posted on a Site or otherwise communicated to you), we will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable) or cancelling your order. If we are unable to contact you, you agree that we may treat the order as cancelled. If you choose to cancel after you have already paid the incorrect ticket price for the tickets, you will receive a full refund from us.
(c) Deposits and Credits for Incidental Charges
Some Accommodation Suppliers may request holding a deposit on a credit or debit card from you upon arrival for Incidental Charges. You agree to pay such deposit where requested, and such deposit (unless expressly stated) is not related to your payment at time of final checkout.
The price you pay will include any Australian GST. You are responsible for paying all taxes, tax equivalents, customs, duties, and other governmental or municipal charges due in connection with your booking (if any). In some jurisdictions, you may be assessed a local tax—known as a “visitors tax,” “city tax,” or “tourist tax. We may provide you with an estimate of the local taxes attributable to each individual booking at the time of booking or locally on arrival. These are estimates only and not guaranteed. Applicable local taxes may change from time to time. As a result we will not be liable or responsible for any loss, cost, or damages arising from or relating to such estimates.
(e) Differing Accommodation Supplier Requirements
Accommodation Suppliers may have separate age and eligibility requirements for, and restrictions upon, the use of their products and services, including separate terms, conditions, rules, and exclusions relating to those requirements and restrictions. You and those traveling with you and participating in any travel and experiences are subject to those age and other eligibility requirements. It is your responsibility prior to and after purchase to ensure that you and those traveling with you meet such requirements, and to inform those traveling with you of all such requirements and restrictions.
(f) Accommodation Establishment Descriptions
Accommodation Suppliers provide information regarding their category or rating in accordance with applicable regulations in the jurisdiction in which they are located. The quality of and services offered at Accommodation Suppliers may differ depending on their jurisdiction regardless of whether they are in the same category or operated by the same Accommodation Supplier.
We provide you with the information provided by our Accommodation Suppliers, but we recommend that you confirm the accuracy of the information with the Accommodation Supplier including any current adverse property conditions, renovations and construction at or near the accommodation.
(g) Changes to a Booking
Once you make a booking and receive a confirmation, the booking is final, and no changes may be made. If you have any questions, please contact us.
(h) Cancellation of a Package by You
Your ticket is non-refundable, unless required by applicable law, and subject to the Purchase Policy.
Your accommodation is subject to the accommodation cancelation policy indicated at the time of booking and in your booking confirmation. Unless otherwise indicated at the time of bookings are non refundable as a result of cancellation of the booking by you, unless required by law.
(i) Insurance Policy
If you have purchased travel insurance, you are solely responsible for communicating with your insurance provider regarding, and determining eligibility for, reimbursement of any charges in connection with a cancellation.
(j) Early Check-Outs
Checking-out early from an accommodation—e.g., prior to the date of your scheduled check out—is a cancellation of the unused days of your booking.
(k) What Happens if We Cancel?
Cancellation of a Booking at an Accommodation Establishment: If your accommodation booking is cancelled by us or the Accommodation Supplier, we will endeavor to provide you with an offer of alternative accommodation arrangements of a comparable or higher standard. Your ticket purchase will remain valid and non-refundable.
Cancellation of an Event:
Tickets: Section 6 of the Purchase Policy, which is incorporated herein by reference, sets out your rights. No action is required to obtain a refund; we will issue a refund to the original method of payment used at time of purchase once funds are received from the Event Organiser. In some cases, you may have the option to choose either a credit or a refund; if so, we will send you a notification explaining your options and how to submit a request for a credit.
Accommodation: If the event is cancelled before your package commences, you will be refunded for your package in accordance with Section 6 of the Purchase Policy inclusive of accommodation and experiences. If the event is cancelled on or after the day that your package commences the accommodation will still be provided to you. You will not be provided with a refund for the accommodation or other parts of the package that are provided to you.
Add-ons: Fees and other associated costs may not be refundable depending on the circumstances, and as indicated at the time of purchase.
If an Event is rescheduled the following terms apply as to your:
Tickets: Section 6of the Purchase Policy) sets out your rights and obligations.
Accommodation: If an event for which you have purchased a Travel Experience is rescheduled, the Travel Experience will be valid for the new date or you will be offered an alternative Travel Experience of a value corresponding with your original Travel Experience or package for the rescheduled event subject to availability.
Add-ons: Fees and other associated costs may not be refundable depending on the circumstances, and as indicated at the time of purchase.
(l) Special Requests
All special requests must be made in writing directly to the Accommodation Supplier (e.g., diet, room location, rollaway bed, cot, crib, refrigerator, or any facility request). We will make reasonable efforts to fulfil reasonable special requests made during check-out on our Site; however, we cannot guarantee that they will be fulfilled at or by the Accommodation Supplier regardless of whether the request has been noted on your confirmation invoice or any other document. An extra charge may be assessed for special requests. Failure to fulfil any special request will not be a breach of contract. We do not accept bookings that are conditioned upon any special request being met.
(m) Disabilities and Medical Issues
If you or any member of your party has any medical problem or disability which may affect your booking, please provide the Accommodation Supplier with full details before you make your booking so that it can try to advise you as to the accessibility and suitability of your chosen arrangements. If the Accommodation Supplier is unable to properly accommodate the needs of the person(s) concerned, please do not make a booking through our Site with respect to such Accommodation Supplier.
8. Passport, Visa, Immigration Requirements, and Health Formalities
It is your responsibility to check and fulfill the passport, visa, health, and immigration requirements applicable to your itinerary. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements change and you must check the up-to-date position in good time before departure and/or attendance at any event or other location.
We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements, or health formalities, including, without limitation, ensuring that you have received all vaccinations required in order to travel to your chosen destination, attend your chosen event, or otherwise attend your chosen Accommodation Supplier or other location. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements, or health formalities.
9. Transactional Communications
You consent to receive transactional communications from us and our Suppliers electronically regarding any transactions conducted on or through the Site. For example, Ticketmaster will send you an Order Confirmation and ticket claim link after you have purchased a Travel Experience. If you delay in claiming your tickets, Ticketmaster will send you periodic email reminders. You may also receive updates regarding your Travel Experience. We will communicate with you by email or by posting notices on or through the Site or the Services. You agree that all agreements, notices, disclosures, and other communications that we provide to you electronically satisfy any legal requirement that communications be in writing. While you may unsubscribe from our marketing communications, you will continue to receive transactional communications from us relating to your use of the Site, our Services, and any transactions you conduct on the Site.
Insurance is your sole responsibility. Please ensure that you consider taking insurance and that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges (including, without limitation, event cancellation), medical expenses, and repatriation in the event of accident or illness. If you choose to travel without adequate insurance coverage, we will not be liable for any losses howsoever arising, in respect of which insurance coverage would otherwise have been available.
11. Force Majeure
We will not be liable or pay you compensation if our contractual obligations to you are affected by a Force Majeure Event. For the purposes of this Travel Experiences Policy, a “Force Majeure Event” means any event beyond our or our Supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken by Ticketmaster or the Supplier, including, without limitation, warfare, acts of terrorism (or threat thereof), civil strife, significant risks to health such as the outbreak of a serious disease, epidemic, or pandemic, natural disasters such as floods, earthquakes, or weather conditions which make it impossible to travel safely or remain at a certain destination, the act of any government or other national or local authority, industrial disputes, labor strikes, natural disaster, nuclear disaster, fire, chemical or biological disaster, unavoidable technical or logistical issues, or any other similar events outside our or the relevant Supplier’s control. Our entire liability to you when a Force Majeure Event results in the cancellation of your booking will be to refund you the amount you paid to us for the booking. We will not be responsible for any other compensation, including, without limitation, any accommodation, travel, transport, or other costs incurred by you in connection with bookings or purchases made by you from third parties.
12. Linked Websites
Our Site may contain links to third party websites, advertisements, products, services, content, data, or other materials (“Third Party Content”). We don’t endorse or assume responsibility for any aspect of Third Party Content. You agree that we have no liability for your use of or access to Third-Party Content and that you do so at your own risk.
13. Violation of this Travel Experiences Policy; Termination: Indemnification
We may investigate any violation of this Travel Experiences Policy, including any unauthorised use of the Site, our services, or Content. We and our Suppliers may provide law enforcement with information you provide us to assist in any investigation or prosecution of you. We may take legal action that we believe is appropriate. You agree that monetary damages may not provide us with a sufficient remedy and that we may pursue injunctive or other relief for your violation of this Travel Experiences Policy or any of the Ticketmaster Terms. If we determine that you have violated this Travel Experiences Policy, the Ticketmaster Terms, or the law, we may cancel your Account and prevent you from accessing the Site, our Services, and Content at any time without notice to you. If that happens, you may no longer use the Site, our Services, or any Content. You will still be bound by your obligations under this Travel Experiences Policy.
You agree that we will not be liable to you or any third party for termination of your access to the Site, our Services, or Content or to your accounts or any related information, and we will not be required to make the Site, our Services, Content or your accounts or any related information available to you. We may refuse to honor pending and future purchases made from all accounts we believe may be associated with you, cancel a booking associated with any person we believe to be acting with you, or exercise any other remedy available to us.
You agree that your abusive use of the Site may cause damage and harm to us, including impaired goodwill, lost sales, and increased expenses. To the extent permitted by law, you shall defend and indemnify us and any Supplier, and each of our respective parents, subsidiaries, affiliates and each of our officers, directors, employees, and agents from and against any and all claims, damages, losses, liabilities, causes of action, or demands (including reasonable legal and accounting fees) brought by third parties as a result of, caused by, related to or arising out of your improper access to and/or other abusive use of the Site.
14. No Warranties
Other than in respect of any rights under the Australian Consumer Law including without limitation in respect of any consumer guarantee) or any other applicable law under which liability cannot be excluded or limited, we make no warranty of any kind regarding any product or service offered through the marketplace, all of which are provided on an as -is basis.
We make no warranty that any particular Travel Experience is safe or without risk including without limitation risks associated with exposure to Covid-19.
Where liability cannot be excluded by law (including, without limitation, the Australian Consumer Law), the maximum liability that Ticketmaster and the Event Partner will have to you under any circumstances is the face value of the Package or Travel Experience purchased plus any relevant per transaction handling fee and delivery fee.
Nothing in this Travel Experiences Policy seeks to exclude or limit Ticketmaster’s liability or a Supplier’s liability which cannot be excluded or limited by law (including, without limitation, the Australian Consumer Law).
This Travel Experiences Policy and any terms, conditions, policies, and rules incorporated into this Travel Experiences Policy by reference, including, without limitation the Ticketmaster Terms and Supplier Terms, as applicable, constitute the entire agreement between you and us concerning your use of the Site and services contemplated in this Travel Experiences Policy.
If any part of this Travel Experiences Policy is not valid or enforceable, then that provision shall be deemed severable, meaning it will not affect the validity or enforceability of any remaining provisions.
This Travel Experiences Policy and any licenses or rights granted herein, may be assigned by us but may not be assigned by you without our prior express written consent.
If you do not follow the Travel Experiences Policy or other policies and we do not act right away, we do not waive any rights to act now or in the future.
We are the merchant of record.
Section headings are used for reference and convenience only and are not legally binding.
17. Questions, Concerns, and Inquiries
Still have questions or concerns? Please feel free to contact us.